Vacation Express レビュー 3,962

I am writing this review to warn future customers against using Vacation Express. Due to circumstances beyond our control, our journey began with significant travel disruptions. Our original flights from Dallas to Houston were delayed multiple times, ultimately resulting in a cancellation for the evening because the airline was unable to secure the required flight attendants. Immediately after the cancellation, I contacted Vacation Express to notify their team and request assistance. I specifically asked that our airport transportation be rescheduled and inquired about compensation for the missed night, as we had already paid for accommodations we could not use. I was assured that these matters would be handled and that a review for a partial refund would be initiated.
However, during this process, our entire reservation appears to have been mistakenly canceled/mishandled in their system. When we checked our Hilton reservation via the app, it was no longer visible. Upon contacting Vacation Express again, I was reassured that our booking was still active and that everything was in order. Unfortunately, this was not the case. Upon arrival in Cancun, we discovered that our transportation provider (Nexus) had no record of our transfer. Despite being told by Vacation Express that the arrangements had been communicated, Nexus representatives confirmed they had received no such update. We were left waiting for approximately one hour before transportation was reluctantly arranged due to the situation.
Upon arrival at the Hilton Mar Caribe, we encountered an even more serious issue: the hotel thought we were a no show, and had no room for us. We were told that we did have a reservation, but this was clearly not the case, and they were trying to cover themselves. While I appreciate them accommodating us, I do not appreciate or accept being lied to. Clearly, something happened with the reservation or the room would have been ready or at least near ready. I again contacted Vacation Express and was told I would receive a return call; however, that call never came. As a result, my family waited over three hours before a room could be secured. Our family paid a lot of money for this trip only to be disappointed time and time again.
These ongoing issues indicate a clear breakdown in communication between Vacation Express, Nexus, and the Hilton Mar Caribe. Additionally, due to these disruptions and the initial cancellation error, we missed our scheduled excursion to Chichen Itza.
The first two days of what was meant to be a relaxing, all-inclusive vacation were instead stressful, disorganized, and far below the standard we expected when booking through this company.
Upon returning home, we worked with all 3 companies, and none of them granted us a refund for any portion of the trip.

1-Star Review: Extremely Disappointing Experience with Vacation Express

This was my first time ever using a third-party travel agency. I normally book all my trips on my own and have never had issues, but I trusted a good friend who works for this company, and unfortunately, it ended up being the worst travel experience I’ve had.

I booked for My family of 12 booked a trip to Cancun with transfers included. Each family had different arrival and departure times, which were all communicated and arranged in advance. Despite that, multiple major problems occurred:

1. Transfer and reservation name errors
The names provided on our reservations did not match what the transfer company had on their end. We were given incorrect arrival information and wrong groupings. Because of this, if the names didn’t match, you simply weren’t picked up. My sister and her family weren’t even placed in the same pickup group.

2. Incorrect hotel rooms
When we arrived at the hotel, the rooms we were promised, or thought we booked—did not match what the hotel had on file.

3. Two paid reservations were canceled without notice
The worst part: both of my brothers’ reservations were canceled by Vacation Express. Even though everything was paid for and I had the confirmation emails, the hotel showed me proof that the agency had canceled the rooms. My brothers had nowhere to check in. I had to make a completely new reservation on the spot. My agent said she would “fix it” and issue a refund.

Because of these issues, I spent half of the first day and half of the second day just trying to sort out problems that never should have happened.

The hotel itself was amazing. Even they advised me that next time, I should book directly with the resort- they can usually offer better rates and you avoid situations like this.

It took more than three weeks for the refund. My travel agent couldn’t resolve it, so I finally called American Express and disputed the charges since the services were not rendered.

Overall: Horrible experience. Never again.

IF I COULD GIVE A NEGATIVE NUMBER I WOULD, THEY LIE, CONTRACT STATES REASON THAT I HAD TO CANCLE MY TRIP WOULD BE COVERED AND THEY ARE REFUSING TO GIVE ME MY MONEY BACK. IT'S BAD ENOUGH THAT I CANT GO ON MY TRIP BUT NOW CANT EVEN SAVE THE MONEY FOR A FUTURE TRIP BECAUSE OF THIS SHADY COMPANY IF YOUR TRAVEL AGENT IS GOING THROUGH THIS COMPANY (VERIFY WITH YOUR AGENT IF USING VACATION EXPRESS, GO SOMEWHERE ELSE.

Thanks for a safe and comfortable journey

Our ride is too smooth with vacation express and feel luxurious interior and services are too good Highly recommended..

Hi there,
I just spoke with Kasheena and what a gem you have in your customer service department.
I needed to add middle names to our reservation so they matched our passport and she did that so politely and quickly.
Also, I asked her to make note that we get room requested due to it being our 38th Anniversary. We are so excited for this trip and want it to be special. She did so, and I appreciated that so much. Please let her know what a great job she did and how thankful I was for her help. Already looking forward to planning 40th Anniversary trip with vacation express.

Vacation Express Review:

I purchased the VPP insurance plan from Vacation Express for my trip. However due to sickness I need to cancel or get a voucher.
The contract says “You can cancel your vacation for any reason and receive a refund in the form of a future travel certificate.”

However, just like it seems 90% of all customers, you pay them but they refuse to pay you back. That’s called theft. That’s called fraud. Too many of you with the reports I see on the BBB and Trip Advisor and Trust Pilot and many other travel sites - are also being criminalized by Vacation Express. They are in full contract Breech. I am suing them and have contacted the NY State Attorney General and the FBI Fraud Department.

If you are reading this and considering using them, understand that in 90% of all contracts they lie, they steal, they break the contract. When you call them for the help that you paid for, they are trained to answer you by saying “no” and I imagine they get bonuses in their pay by denying you of your paid for insurance payment return.

I will not settle with them. In fact I’m planning to write up this situation in my local Newspaper, plus I have filed a report with the NY State Attorney, the BBB, also the FBI. Despite the “legalize” wording speech of what Vacation Express says, I already have 3 lawyers who have reviewed the contract and they each said that Vacation Express is guilty of fraud and breaking the paid for agreement. Read again, 3 out of 3 Business Attorney read the Vacation Express contract and said that this is a no lose court battle for me and they are encouraging me to pursue justice.

If you are also having trouble with Vacation Express, do not accept their lying response or denials. The only way to defeat deceitful companies is not just getting your money back, but by suing them and then also filing civil suites for undeserved suffering pain & damages against their Managers.

Don’t let evil fraud win.

After months of dealing with insurance companies and resort representatives, my final interaction with the representative from Vacation Express was quick, effortless and made me feel that my concerns had been heard and resolved. THANK YOU.

I typically use apple vacations but, used vacations express this time for an all inclusive trip. Everything was fine and as described. No issues, will use again.

Travel agent here - Website doesn't work, agents also don't know how to book on their own company website (I spoke with 2 because their website was malfunctioningat every step of the booking process), and they will quote you 400 more than on their website for the EXACT same thing. Just do yourself a favor and BOOK WITH SOMEONE ELSE.

I'm a travel agent they use to be 5 stars they are now zero stars. Of its difficult situation they will hang up on you in the middle of a call.

Vacation express booked the vacation for the incorrect year after I confirmed the correct dates. We ended up in the incorrect room category and had to switch rooms mid vacation. They also messed up the transfer credits to and from the airport and we ended up at the incorrect airport terminal. When we complained vacation express refused to make any reimbursements.

I booked a vacation with them then needed to cancel because of financial issues. Was told that I could rebook, and the flight would be reimported at new rates (would pay the difference) by Allison Parker vacation express customer service. Tried to rebook and was told that I couldn't do that.

Booked with VE once with success, so I gave it another shot. WORST EXPERIENCE EVER! After a long early morning flight from the US to Mexico, we arrived at our resort only to learn that they could not accommodate our reservation because they had closed the entire tower of adults only luxury rooms. I have stayed at this resort before and know exactly what we were missing. When I called VE while standing in the lobby trying not to cry, they could not immediately help me but said I would receive a call back in 30 minutes. THAT DID NOT HAPPEN which, conveniently for them took away my ability to ask questions, gather information and have some power to argue for a hotel refund and find new lodging. The hotel contests that they provided options to compensate us...extra beach bed day(unshaded, broken, covered in bird droppings), massage voucher, voucher to come back for 2 nights (NOPE!). None of these could make up for the significant downgrade of our room. We went from a top notch 4 star beautiful, quiet, luxury stay to a 1 star outdated lodging with no common area AC, out of service elevators (10 minute wait for a 100 degree packed hot box in a 14 floor building, that stopped at every.single.floor.), alarm going off in the duct work our entire stay, screaming kids and lobby bar noise until after midnight every night..wore ear plugs every night just to sleep. After some back and forth emails, VE refuses to take any ownership of the experience that I paid them for, pushing the hotel refund back onto the hotel ---I paid VE! The hotel could not make up for the terrible experience through their vouchers. VE did finally offer to refund approx $100 off my $2300+ trip after I registered a complaint with my credit card. Laughable. Just book on your own. At least you have more control when something goes wrong.

Vacation Express resolved the concerns my wife and I had with our resort stay quickly, fairly and efficiently. Would book again!

I would love to give them a -100 but you have to select 1 star. This is the worst company that I have ever dealt with. They do not update you on changes, overcharge you, and don't help you if you have issues. They charge you for every single thing. They were trying to charge me for their mistake and were thankful the airline fixed it. Be aware because they are horrible. Their customer service is unknowledgeable and not helpful.

never use this company. Unwilling to help us while our flight was cancelled, we were out money to stay in a hotel for 2 days prior to our trip. Then arriving 2 days later they WOULD NOT ACCOMODATE our hotel stay for 2 more days and we had to find another room in a foreign country ON OUR OWN and PAY AGAIN!!!! I will NEVER NEVER recommend this company to anyone who wants to travel. the WORST WORST customer service imaginable, when you are out of the country and circumstances happen beyond your control. BOOKING NUMBER 3763790!!!

Youguys got everything right! Thank you! Our problems arose with Nexus Shuttle. Our hotel room, at RIU Palace, got clogged toilet , the staff resolved. The hotel provided Fox News only Sunday night, the day of our arrival.at RIU Palace. The Supvsr. of hotel's customer service switched us to another, nicer hotel in their chain, RIU Kukulkan. This is where Nexus Shuttle erred. causing the cab ride to the airport

Whenever I contact VE they are very welcoming and attentive to my needs as a Travel Agent. They work diligently to ensure my clients have the best experience and I truly appreciate them for that.